SERVICE DELIVERY CAPABILITIES AND STUDENTS' SATISFACTION IN PRIVATELY-OWNED UNIVERSITIES IN F.C.T. ABUJA.

Private universities in FCT Abuja are saddled with the problems of weak students’ enrollment and competition. This has resulted to weak cash inflow and profit. The aim of this study is to examine how Service Delivery Capabilities measured through service culture, employee’s engagement, service quality and service responsiveness relate with Students satisfaction in privately-owned Universities in F.C, T, Abuja. To realize these objectives, the response of a sample size of 383 respondents statistically selected from a population of 9130 students of three privately-owned universities in FCT Abuja was obtained through a Questionnaire. Data obtained was analyzed with Descriptive statistics, while the Hypotheses postulated were tested with the Pearson Product Moment Correlation Coefficient.  Major findings show that service culture, employees’ engagement, service quality and service responsiveness relate with students’ satisfaction at different levels. Based on these findings, the study recommends: a reduction in the process for delivering services; prompt response to students’ complaints; constant contact with students and their parents so as to ascertain their level of satisfaction at all times; utilize technologically-advanced teaching aids in good learning environment; and utilize skilled staff. This study contributes to existing knowledge by explaining how service delivery tools can be applied to improve the patronage and profitability to privately-owned universities.